Filevine

Customer Success Associate - Depositions

Job Description

About the Role

The Customer Success Associate is responsible for ensuring customers realize ongoing value from Depositions by Filevine. This role focuses on adoption, retention, and long-term customer satisfaction by proactively supporting clients throughout their lifecycle.

You’ll work closely with Deposition Ops, Sales, Implementation, Marketing, and Product teams to monitor customer health, support go-to-market initiatives, deliver insights through reporting and reviews, and help educate customers on best practices. This is an ideal role for someone who enjoys relationship-building, and helping customers succeed at scale.


What You’ll Own
  • Customer Retention & Adoption: Support customers throughout their lifecycle to ensure continued usage and long-term success with Depositions by Filevine. Monitor customer health metrics and usage trends to identify risks, opportunities, and expansion signals. Assist in forecasting retention and growth through accurate health scoring and reporting
  • Customer Insights & Reporting: Prepare and support business reviews by gathering usage data, outcomes, and operational insights. Create and maintain enterprise-level reporting to help customers understand value and ROI. Surface customer feedback and trends to internal teams to inform product improvements
  • Go-to-Market & Cross-Functional Support: Partner with Sales, Implementation, and Marketing teams to support go-to-market initiatives and customer handoffs. Assist with expansion motions and customer advocacy efforts. Help ensure a seamless customer experience across the post-sale journey
  • Customer Education & Enablement: Support customer education through training materials, documentation, and best-practice resources. Assist in onboarding reinforcement, feature adoption campaigns, and ongoing enablement initiatives. Help customers understand and adopt new features and enhancements

    • Who You Are
  • 2+ years of experience in Customer Success, Account Management, or a related client-facing role
  • Strong communication skills with the ability to explain concepts clearly and empathetically
  • Ability to occasionally travel to meet customers for sales/implementation meetings and conferences
  • Data-driven mindset with comfort interpreting usage metrics and health indicators
  • Highly organized and able to manage multiple customer initiatives simultaneously
  • Collaborative and proactive, with a strong sense of ownership and accountability
  • Experience in SaaS, legal tech, or B2B software is a plus

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